Introduction to Receptive for support teamsReceptive is Product Demand Intelligence specifically built for SaaS companies. It allows you to collect prioritized demand from your customer base, internal teams, and your prospects.

Depending on your approach to support, you might use Receptive on behalf of customers (detailed below) or you may prefer to send customers to Receptive to self-serve. Read our tips for responding to requests with Receptive.

Logging InUpon integration, a link or button will be added to your software called “Suggest a feature” or similar.

Customers reach their dashboard by clicking this link. No additional login or password is needed.

Alternatively, if you have enabled the embedded widget, then your customers can click on the tab on the right-hand side of your product and immediately access the Receptive dashboard.

Making a RequestOnce your customers have reached the Receptive dashboard, they click “Make a suggestion” and add details as needed.

Voting on RequestsCustomers will see a list of requests that have been submitted by other users in their dashboard under “Requested by others”.

They can vote for any of these or show they aren't interested straight from their dashboard.

Tip: To see the customer view in action, login to your Receptive account and select "Request Receptive feature" from the top right icon. You are now on the customer dashboard of our Receptive account. Vote on a few requests & prioritize them. If you want to see the embedded widget in action, then head over here.

Prioritizing Their RequestsOnce your customers have voted on more than one request, they will have the option to prioritize them using the sliders.

As they increase the priority of one, the others move down slightly. This stops your customers from telling us that everything is important, and allows your customers to update their priorities over time.

Tip: On phone calls with your customers, remind them to review their priorities every weeks or two so they’re always up to date.

Adding feedbackBy clicking on any request, your customers can view the request description, status, and any public comments from your team and other customers.

Customers that are subscribed will receive notifications when new comments are added.

Use this area to gather use cases and understand why something has been requested.

Tip: Customers will use requests instead of describing a use case or pain point so always ask why. You are the experts in building software and your customers are living the day-to-day. Work together to create something amazing!

How to use Receptive on behalf of your customers

Logging inIf you've already received an invitation to your Receptive account, just go to receptive.io and click “Log In” or just click here: https://receptive.io/app/#/login

If you need an invitation, have your Receptive lead go to "Manage team” from their Receptive dashboard and send you an invitation.

Managing Incoming Customer Requests

When customers mention requests via phone or email, Receptive allows you to quickly add the customer to the request and then move on - Receptive handles the rest.

Adding a Customer to an Existing Request

If you know the request already exists, just use the search box in the top right hand corner, and click on the correct request to open it.

Add the customer directly to the request under the "Request activity" sidebar. Click "Add user".

Start typing the customer's name (not company name), and select the appropriate user.

Your customer will be updated automatically every time the request is updated (via status or discussion).

Creating a New Request on Behalf of the Customer

If you're not sure whether the request exists or not, just click "Suggest" from the top navigation.

Add a title and any similar requests will appear below. If the same request is already there, just click the title to open that page and add the customer to the request (see previous step).

If the request doesn't exist, you can submit one on the customer's behalf. Under "Submit a request" you'll see the text "Requested by you".

Click the link (on "you") and a search box will open for you to tag a customer to that request.

Select the correct user's name and they will now be listed as the requester.

Click "Tell {your company} they want this" to submit the request on behalf of your customer.

Notifying the Customer

Once you've added the customer to the request, let them know they'll be receiving updates on it, for example:

“Thank you so much for the feedback! I’ve submitted this as a request to our Receptive account here. (Make sure you're logged in by clicking "Request a Feature".) When our product team reviews your request you'll receive automatic updates. Also, feel free to add additional details in the discussion section so our product team knows how this would help you.”

Pro Tip: Use the Gorgias chrome extension to use shortcuts to instantly type feedback responses: https://gorgias.io.

Updating Customer Priorities on their BehalfIf you're on the phone with a customer who indicates their priorities should be updated, you can do this for them.

Select "Customers" from the left-hand navigation, and choose the customer account.

Find and click on the correct user from the list on the left hand side.

Click the "Edit" button on the user page. Then click on the "Priorities" tab. You can then adjust the sliders accordingly.

Any changes are saved automatically.

How you can use Receptive in your role

See Customer Requirements and Priorities

Get smart insights about what's going to help your customers accelerate their success.

Select "Customers" from the left-hand navigation, and choose the customer account.

This leads you to the "Account priorities" page which includes priorities from all users in the customer account.

Drill down to a specific user from the list on the left hand side to see an individual's requests and priorities.

Tip: Before a meeting or phone call with a customer, review the "Released" tab to see the requests you've recently released for them. See if they've used it and if they have any feedback or additional requests.

See the Status of any Request

Need to research the status of a request for a customer?

Want to know if the dev team has made progress on a request that you've made?

Just find that request using the search bar in the top navigation of your dashboard, and open it to see all the latest comments and updates.

Making your own Requests

Whether you noticed something that needs to be improved or have an idea that would help you do your job better, you can submit requests that you'd like to see implemented.

Click "Suggest" from the top navigation.

Add a title and a description, including your use case.

Updating your Priorities

Head to your dashboard to update your priorities just as your customers can. This way your product team will know what's most important to you and your team.

Requesting Receptive FeaturesHave ideas for how Receptive.io could help you and your team? We'd love to hear them!